Posted 10 June, 2026
Product Support Engineer: EMEA - Weekend Warrior (Remote Friendly)
Telnyx
Dublin
Full Time
Reference: 102_700899_4651630003
We are looking for Weekend Warriors to support our growing customer base throughout the weekend and during the week. Weekend Warriors would work 5 days a week from Wednesday to Sunday.
The Role
As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls.
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
- Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues.
- Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams.
- Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues.
- Run live packet captures from cloud servers on the Linux terminal.
- Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries.
- Monitor operational pager alerts in an efficient and timely manner.
- Improve customer self service through better processes and documentation.
- Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service.
- Liaise with your technical peers for resolution of escalated cases.
You May Be Fit For This Role If You Have
- SIP, RTP, T.38 and other Fax over IP and Voice over IP Protocol knowledge.
- Strong customer-focus, interpersonal and communication skills.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
- Continually looking to solve problems.
- Understand issues and requirements well in order to provide solutions.
- Outgoing and socially interactive.
- A self starter looking to assist at any moment and to take the initiative.
- Balancing daily workload and multi-tasker who can effectively prioritize work.
What We Value
- Experience in a product support/application role.
- Voice over IP experience with the SIP signalling protocol or other related telephony protocols.
- An understanding of general web technologies such as API/SDK's.
- Experience working with SMS over SIP SIMPLE, SMPP or HTTP(API requests).
- Confidence with technology and the Internet.
- A natural curiosity and experience in applying technology to resolve customer issues.
Technologies We Use
- Wireshark for network packet analysis.
- Postman for API troubleshooting.
- Linux and the Linux terminal.
- Tshark to do live captures from the Linux terminal.
- Metabase, Graylog and Jira.
Working Shift Setup
- 5 day week: 9 hour shift with 1 hour break.
- Saturday & Sunday is a set working day.
- Working days for this role would be Wednesday, Thursday, Friday, Saturday and Sunday.
- Rest days would be Monday and Tuesday.
Working Shifts
- 8am to 5pm UTC
- Wednesday to Sunday
